1. Destinations and availability
Delivery is available only to eligible destinations. Selecting a country or region does not by itself confirm that we can deliver to your address. Delivery availability is confirmed at checkout; contact us before ordering if your destination is unavailable or cannot be confirmed.
Personalization, production timing, and delivery requirements may need to be confirmed before the order proceeds.
2. Processing and delivery estimates
Most orders are estimated to arrive 20–25 days after order confirmation. This is an estimate, not a guaranteed delivery date. Processing time depends on personalization, production requirements, weekends, and public holidays. Any estimate shown at checkout, in an order confirmation, or provided by support is an estimate rather than a guaranteed delivery date unless we expressly agree otherwise in writing.
Delivery can be affected by carrier capacity, remote-area service, customs, weather, public holidays, security checks, and other events outside reasonable control. We will communicate a material known delay and available options when reasonably possible.
3. Shipping costs
Free shipping to eligible destinations. Delivery availability and the shipping cost that applies to your address are confirmed at checkout or before the order is accepted. A country or region that we cannot deliver to is not made eligible by this offer. Any exception or additional shipping charge must be disclosed before you commit to the order.
Free shipping does not include import duties, taxes, customs charges, return shipping, or redelivery costs unless expressly stated. See the customs and taxes information below.
4. Dispatch and tracking
When tracking is available, the tracking number or link will be sent to the email address connected to the order or made available through order support. Carrier tracking may take time to update after dispatch.
Delivery is made to the address supplied with the order. Please provide a complete recipient name, street address, city, state or province where applicable, postal code, country, email, and reachable telephone number.
5. Customs, duties, and taxes
International shipments may be inspected and may incur import duties, taxes, brokerage, or customs-clearance charges. Unless checkout expressly states that these charges are included, the recipient is responsible for them and for complying with local import requirements.
Customs authorities may request identification, payment, or other information directly from the recipient. We cannot control customs decisions or guarantee a clearance time.
6. Address changes and unsuccessful delivery
Contact us immediately if the shipping address is wrong. We cannot guarantee an address change after the order enters production or is handed to the carrier.
Where a parcel is returned or requires redelivery because the address was incomplete or incorrect, the recipient was unavailable, the parcel was refused, or required duties were not paid, additional shipping and carrier charges may apply to the extent permitted by law.
7. Loss, damage, and support
If tracking stops updating, the parcel is marked delivered but cannot be found, or the parcel arrives damaged, contact us promptly with your order number and available evidence. We may need to open an investigation with the carrier before confirming a replacement, refund, or other remedy.
Keep the parcel, internal packaging, labels, and photographs until the investigation is complete. This does not limit any mandatory consumer remedy.
Questions about this policy can be sent to vip@animategoods.com.
Send us your question and, if relevant, include your order number.